Dtc - Customer Satisfaction Intern Milano

Dtc - Customer Satisfaction Intern
Milano
Lombardia, Milano

Founded in the French Alps, Rossignol **has inspired the mountain experience since 1907.

**Rossignol Group is a major actor of the winter sport equipment market** as it is ranked number 1 in the ski industry thanks to the Rossignol brand and number 2 in the ski boot industry thanks to Rossignol and Lange brands.

The Group is strengthening its position as a leader on the equipment industry which is its core business and accelerating its development through an offensive diversification strategy, which aims to become a major outdoor actor in every season.

Based in Milan, in an international context we are looking for a Customer Satisfaction Intern M/W.

**Let's join our ambitious collective adventure and play together to build the best outdoor experiences in all seasons!

**The Role**:

The Customer Satisfaction intern will be part of the Direct-to-Consumer team and will be providing excellent customer service to our clients for various brands of our Group across all European markets; Rossignol, Dynastar, Look, Lange.

He/She will support our external Customer Service agency and execute tasks and projects for overall experience improvements through data and flows analysis.

The intern will have the chance to work closely with CS and E-commerce team and be trained on tools and best practices for customer management and E-commerce Operations.

**Key Responsibilities**:

- Replying to level 2 escalations from external customer service agency, enabling them to proactively deliver on-going customer service excellence.

- Contribute to customer satisfaction by providing problem-solving resources to the Customer Service.

- Improve customer service quality results by studying and suggesting processes as well as monitoring and analyzing results with the outsourced partner.

- Monitor online brand reputation, investigate negative reviews and provide resolution.

- Research customer issues associated with billing, shipping, returning products utilizing internal tools and resources to identify solutions.

- Support the Customer Satisfaction manager in daily tasks and analysis throughout technical platforms (i. e: returns cases, check daily shipments, open lost parcel cases).

**Key Relationships**:

- External Customer Service agency

- Logistics department

- eCommerce, After-Sales, CRM and retail departments

**Profile**:

- Educational path including customer relationship management preferred.

- Strong problem-solving and critical thinking skills

- Strong interest to customer needs and satisfaction

- Knowledge of Microsoft Office products

- Fluent in Italian and English.

German or other languages will be a plus.

- Hands on approach and willing to handle work independently

- Fast learner and self-motivated

- Positive forward-looking mindset and team spirit

- Motivated to learn more about ECOM, CS platform and tools (ERP, Salesforce, Airtable, Payment Provider Platforms)

**Job Type**: Internship